Attaches metadata from agent screens and uses business-defined triggers to identify sensitive PCI compliance or HIPAA-regulated data within voice, text or screen recordings and automatically masks or mutes the information based on business needs.

Enables desktop analytics and real-time agent guidance through the collection, categorization and analysis of screen and keystroke activity to provide transparency into agent’s actions on their desktops and enhance applications with guidance and automation.

Provides secure, cost-effective deployment of cloud-based voice and web surveys for both inbound and outbound Voice of the Customer (VOC) insight. Survey results are also linked directly to the call recordings, providing effective drill-down to the root cause and effect.

Enables users to attach text notes, screen annotations, bookmarks and coaching comments directly to a recording or scorecard. Supervisors can assign eLearning assets directly to an agent evaluation without having to exit from the process.

Brings speech and multichannel analytics to the call center and the broader enterprise with Voice of the Customer (VOC) software to provide analysis of all customer interactions across voice, email, chat, web and social media interactions.

It’s great to have a partner who’s right there to help us innovate. And help us not worry about the technology, but how do we put the customer in the middle and really build the experience for them going forward